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- Tasks: Lead a team in our Resident Contact Centre, ensuring excellent customer service and first contact resolution.
- Company: Join a dynamic company dedicated to creating affordable homes and improving community wellbeing.
- Benefits: Enjoy flexible working hours, generous holidays, and a great pension scheme with life cover.
- Why this job: Make a real difference in people's lives while developing your leadership skills in a supportive environment.
- Qualifications: Previous call centre experience and team leadership skills are essential for this role.
- Other info: Apply quickly as we may close the advert early if we receive enough interest!
The predicted salary is between 30000 - 42000 £ per year.
Job OverviewMonday to Friday 37 Hours per week (between the hours of 0800 and 1800 by rota)
We are really excited to be recruiting an additional Team Leader to join the team in our new Resident Contact Centre.
As one of three team leaders you will provide direct day-to-day line management including technical guidance to the advisers within the Resident Contact Centre.
You will be a key escalation point for customers ensuring any dissatisfactions are recorded at the point of being made, aiming to resolve on the first point of contact.
Reporting to the Team Manager you will work together to; deliver any identified service improvements, audit calls to ensure that each call is dealt with effectively and efficiently demonstrating a professional approach.
All our resident calls are answered in accordance with our LETS principle, that is actively listening to and understanding the details of the contact, assessing and supporting the customer with patience and empathy with the aim of first contact resolution, and you will manage your teams\’ performance to achieve those KPI\’s.
The ideal candidate for this role will be someone who has previous experience working in a call centre customer service environment and leading a team.
So, if you think you have what it takes to make a difference, to manage and lead a team of high performing Resident Contact Centre advisers, are a calm and confident communicator with good listening skills and can ensure the timely resolution of customer queries we would like to hear from you!
We reserve the right to close this advert early if sufficient interest is received. Therefore, if you are interested in the role, we encourage you to apply without delay!
The CompanyA commercial business with a social heart, our vision is to create opportunities that change lives through our drive, expertise, resources and passion.
Our dynamic approach has made us one of the region\’s leading providers of affordable homes for rent and sale. Developing new homes across Cambridgeshire and Peterborough, and the surrounding area, we\’re committed to increasing the supply of affordable homes in the communities where they are needed most. Agility and innovation are central to our approach to adapting to change, and we\’ll continue to grow our business in today\’s fast-paced operating environment.
There\’s more to building communities than building houses. In addition to providing quality homes and delivering excellent landlord services, we also provide care at home and at our two extra care communities in Peterborough as well as around the clock support through our LifeLine personal alarm service. Our community investment programme sees us working with specialist partners to bring a range of employment, wellbeing and family-friendly services to the heart of our communities, with a rapidly expanding digital support offer too.
You can find out more about us and the services we offer our residents on the CKH website.
Putting People FirstCKH actively seeks to continue to build an inclusive environment for its employees and the communities it serves and welcomes applications from people from all backgrounds.
At CKH, everything we do is about the people who live in our homes and access our services. So, we know we need the best people to deliver the outstanding services and support our communities deserve. No matter where your career with us takes you, you\’ll be part of a team that makes a difference and creates opportunities that change lives.
As well as working to create sustainable, prosperous communities, we\’re also keen to build a workplace community where you can feel supported by colleagues and enjoy your time at work. With a broad range of backgrounds and experience, our team is united by our shared values: action, commitment, excellence, integrity and teamwork. If that sounds like you, we\’d love to hear from you.
Benefits
A great pension scheme: we will double your contribution up to a maximum of 10% and include Life Cover
Generous holiday entitlement; 25 days plus bank holidays increasing with time
Flexible family friendly and carers policies that allow a range of paid and unpaid leave
CKH Rewards benefits platform including cashback on purchases, instant vouchers and reloadable gift cards
Westfield Health, giving access to a range of benefits such as 24 hour DoctorLine, Employee Assistance Programme, money back for glasses and dental treatment (after probation)
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Team Leader, Resident Contact Centre employer: Cross Keys Homes
Contact Detail:
Cross Keys Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Leader, Resident Contact Centre
✨Tip Number 1
Familiarise yourself with the LETS principle mentioned in the job description. Understanding how to actively listen and empathise with customers will not only help you in interviews but also demonstrate your alignment with the company's values.
✨Tip Number 2
Prepare examples from your previous experience in a call centre where you successfully resolved customer issues on the first point of contact. This will showcase your problem-solving skills and ability to lead a team effectively.
✨Tip Number 3
Research the company’s community investment programme and be ready to discuss how you can contribute to their mission of building sustainable communities. Showing that you understand their broader goals can set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of the company if possible. They can provide insights into the company culture and expectations, which can be invaluable during your interview process.
We think you need these skills to ace Team Leader, Resident Contact Centre
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in a call centre environment and any leadership roles you've held. Use specific examples that demonstrate your ability to manage teams and resolve customer issues effectively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your values align with their commitment to community and customer service. Provide examples of how you've successfully led teams and improved service delivery.
Highlight Key Skills: Emphasise skills that are crucial for the role, such as communication, empathy, and problem-solving. Mention any experience you have with KPIs and how you've managed team performance to meet targets.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is essential for a leadership position.
How to prepare for a job interview at Cross Keys Homes
✨Understand the LETS Principle
Familiarise yourself with the LETS principle, which focuses on listening, empathy, and support. Be prepared to discuss how you would apply this approach in managing your team and resolving customer queries effectively.
✨Showcase Your Leadership Experience
Highlight your previous experience in a call centre environment and any leadership roles you've held. Be ready to provide examples of how you've successfully managed a team and improved performance.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Prepare scenarios where you resolved customer issues or improved team dynamics, demonstrating your calm and confident communication style.
✨Research the Company and Its Values
Take the time to understand the company's mission and values, especially their commitment to community and inclusivity. This will help you align your answers with their ethos and show that you're genuinely interested in being part of their team.